Description
Hồ Chí Minh
Full-time
The Product Operations Executive is responsible for operating and optimizing product processes on the Zalo Platforms, ensuring excellent user experience and compliance with platform policies.
This role includes building and updating policies, monitoring operational KPIs, handling incidents, and implementing automation to optimize resources.
What you will do:
Policy Development & Process Design
- Collaborate with cross-functional teams to develop and implement operational policies.
- Design and standardize SOPs for merchant onboarding, release flows, content review, and KYB/KYC processes.
- Build operational checklists and guidance documents.
- Review and revamp policies to align with platform direction and regulatory requirements.
Daily Operations & Cross-functional Coordination
- Handle complaints, incidents, and escalations.
- Monitor and manage day-to-day platform operations.
- Perform KYB/KYC profile verification and reviews.
- Assess risks and performance, and plan periodic audits with partners.
Optimization & Automation
- Analyze operational bottlenecks and propose automation solutions to reduce workload.
- Implement automated reporting (dashboards for operational metrics).
- Research market practices and operating models to optimize processes and reduce friction.
Reporting & Analysis
- Provide periodic reports on operations status: SLA, volume, incidents, and trend analysis.
- Propose process improvements and optimization initiatives based on data.
- Collect and consolidate feedback from users and merchants.
- Proactively monitor, collect, and report operational incidents.
What you will need:
- At least 2 years of experience in Operations (platform/marketplace/SaaS or equivalent).
- Experience in building and updating platform policies (content policy, naming guidelines, KYB/KYC) and participating in process reviews.
- Experience working cross-functionally with CS, Product, Tech, and Legal teams.
- Experience handling incidents/crises, performing RCA, and writing postmortems.
- Basic data analysis skills (Excel/SQL is a plus).
- Knowledge of workflow automation.
- Ability to work under pressure, strong system thinking, and a data-driven mindset.
- Experience in optimizing CS metrics, SLA, and workforce planning.